Help Desk Technician

Help Desk Technician

The Help Desk Technician under general supervision, is responsible for providing technical assistance, solutions and end-user support related to computer and information systems, hardware, or software. Support includes the installation and configuration of hardware and software, managing BOSSdesk (IT Service Management software) requests, troubleshooting and determining best solution to implement or proper escalation for PC/telecommunications, hardware and software problems, assisting with technology educational initiatives, assist in managing and maintaining hardware and software inventory, and performing related work as required.

Salary Range: $50k-60k/yr

Essential Functions:

1. Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly;
2. Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided;
3. Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician;
4. Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process;
5. Provides hardware and software support of PC's and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment;
6. Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries;
7. Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, MDM, Google Admin, etc.);
8. Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards;
9. Performs password resets and other various levels of security support on systems;
10. Assist in asset management by maintaining accurate records of deployed inventory information and assisting in decommissioning of old equipment;
11. Field technician work on as needed basis or for assistance needed on projects;
12. Works on projects and other duties as assigned

Minimum Requirements:

Education/Experience:

• Bachelor's degree in a computer related field, or diploma/GED and currently enrolled in college pursuing a degree in computer related field.
• A+ certification and/or helpdesk/technical support experience helpful
• Experience with MDM, Google Admin a plus.

Skills /Knowledge:

• Knowledge of MS Windows and Google Chrome.
• Knowledge of communications protocol and standards and end-user (customer) service skills
• Tech-savvy with a knowledge of computers, computer software application packages and development products, and network/telecommunications architecture;
• Analytical ability to perform computer system troubleshooting on both software and hardware problems and recommends possible solutions;
• Corrects and tests software and hardware problems and knowledge or ability to learn cross platform solutions;
• Ability to communicate technical ideas clearly and effectively, both orally and in writing and ability to train and provide support to computer users;
• Ability to implement or coordinate equipment repairs and solve software problems;
• Ability to read and interpret technical manuals used in the assembly, installation, repair and operation of data communications equipment;
• Ability to communicate technical ideas clearly and effectively, both orally and in writing; and is able to communicate technical ideas in terminologies users can understand when resolving issues with users.
• Ability to learn multiple systems and processes necessary to perform a job (ie help desk ticketing system, Papercut for printers, active directory consoles, etc)
• Ability to multitask, prioritize, and consistently meet deadlines, follow up and effectively use time.
• Systematic thinking and ability to innovate and bring ideas for help desk improvement and efficiency
• Demonstrates resourcefulness and independence in carrying out job responsibilities and projects
• Team player with the ability to establish and maintain good rapport and cooperative relationship with co-workers and end-users.

Physical Demands:

• Frequently required to sit, stand, bend, stoop, and walk for extended periods. Ability to walk up and down stairs.
• Required to occasionally lift/move objects up to 50 pounds.
• Must have the visual, hearing, and learning capabilities sufficient to perform the essential functions defined above.
• Must have a valid driver license and vehicle.

Environment and Scheduling:

• Work is performed in designated administrative office settings. Travel to various metro area office locations periodically.
• Must be flexible and available to work additional hours and carry an on call phone when necessary.

HIPAA Privacy Training and Sanctions:

All employees who have access to health information whose confidentiality is protected by the HIPAA Privacy Rule are required by the Rule to receive training so that they have an understanding and knowledge of the Privacy Rule that corresponds to their job responsibilities and of the group health plan's policies and procedures that impact on their job duties. Site specific training on requirements of the HIPAA Privacy Rule and the plan's health information policies and procedures under the direction of the plan privacy officer may be required for this position based upon site specific requirements. Employees who violate the requirements of the HIPAA Privacy Rule will be subject to discipline, up to and including termination.

Employer Rights:

This description is intended to describe the essential job functions, the general supplemental functions, and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Management retains the right to add to or change the duties at any time.